Processing a Pega Customer Service UI-Kit Case in Constellation with Coexistence

This video shows you how to process a Service Case of a Pega Customer Service UI-Kit application in a Pega Customer Service Constellation application by using Coexistence.

Consider the following business scenario: U+ Bank, a retail bank, is transitioning its Pega Customer Service application from UI-Kit to Constellation. Some of its service Case Types such as Make payment, General service request, and so on have migrated to Constellation applications, whereas the other Case Types such as Statement copy and Lost or stolen card are still on UI-Kit applications. The Customer service representatives (CSRs) at U+ Bank contact centers are now using only the Constellation Interaction Portal to handle all inquiries, including the Service Cases from their UI-Kit application.

To implement this, you log into the Customer Service Application as an administrator and click Case Types in the navigation pane.

In the upper-right corner, click New.

The Create Case Type dialog box is displayed.

In the Case Type name field, enter Statement copy.

In the Case Template section, in the Template list, leave the settings as they are.

Expand the Advanced section and click the Remote radio button.

Click Next.

In the Connect to remote application section, in the Remote Connection Type list, select Process Fabric Hub.

In the Remote application list, select Customer Service (UI-Kit).

Click Connect.

In the Select Case Type section, in Source Case Type list, select Statement copy.

Click Next.

In the Environment configuration section, in the Dev section, ensure that the Edit connection details in other environments checkbox is selected and that the System URLs in the Stage and Prod sections are auto-populated.

Click Next.

The Statement copy Case Type of UI-Kit application is created in the Constellation application.

Now, test the business scenario.

A CSR logs into the Interaction Portal to handle inquiries.

Steve Smith calls the U+ Bank contact center to request a copy of her most recent statement.

The CSR answers the call and asks Steve how he can help him today. Steve requests a copy of his statement.

The CSR clicks Add case and then clicks Statement copy Service Case.

The Statement copy Service Case is launched, and the CSR works through the case and resolves it for her.

The CSR then wraps up the call.

You have reached the end of this videw. You have learned:

• How to process a Pega Customer Service UI-Kit application Service Case in Pega Customer Service Constellation application by using Coexistence.